Summary
Overview
Work History
Education
Skills
IT Skills Languages
Certified Training
References
Timeline
Generic

Leona Faulkner

Castlebellingham

Summary

Healthcare professional with 17 years of experience and 2 years in finance, showcasing strong organizational and analytical capabilities. Proven ability to deliver exceptional customer service, focusing on detail and efficiency. Expertise in conflict resolution and customer relationship management, resulting in enhanced client satisfaction and loyalty. Committed to improving team performance through knowledge sharing and best practices in customer service operations.

Overview

17
17
years of professional experience

Work History

Healthcare Assistant

St. John of God’s
10.2008 - Current
  • Supported individuals with intellectual disabilities to achieve meaningful outcomes aligned with care plans.
  • Interacted compassionately with families while assisting patients with daily living activities.
  • Maintained organized medical records, ensuring accuracy for patient care plans.
  • Observed and reported changes in patients' conditions to nursing staff promptly.
  • Facilitated mobility exercises for patients under supervision of therapists or nurses.
  • Managed appointments, documented information, and completed chart audits efficiently.
  • Promoted community inclusion and active citizenship through dedicated support services.
  • Maintained clean environments by adhering to infection control policies.

Complaints Management Specialist

PayPal
09.2014 - 09.2015
  • Reviewed and responded to all complaints directed to PayPal for European market.
  • Logged all complaints into internal database, identifying root causes for proactive feedback.
  • Determined outcomes of complex issues impacting customer retention and potential legal repercussions.
  • Conducted thorough research to identify problems, utilizing appropriate analytical tools.
  • Analyzed account histories and trends to take decisive actions on accounts.
  • Provided management with insights on policy changes, upgrades, and customer care improvements.
  • Facilitated interdepartmental meetings to discuss project progress and brainstorm solutions.
  • Maintained accurate records of customer interactions, ensuring timely updates on complaint status.

New Member/Top Customer Specialist

PayPal
11.2013 - 08.2014
  • Promoted, onboarded, and retained PayPal customers as frontline agent for United States market.
  • Assisted customers with inquiries using modern communication and technology tools.
  • Resolved customer queries efficiently, ensuring prompt handling of all inquiries.
  • Recommended new processes and products based on thorough account reviews.
  • Championed NPS and Compass initiatives within department to enhance customer experience.
  • Delivered specialized presentations to teams, sharing expertise in key areas.
  • Organized and mentored training programs for new Customer Solutions teams over six weeks.
  • Coordinated team engagement events to foster company culture during national holidays.

Education

APA - Regulations & Loans

Institute of Banking
other
01-2024

BA Honours in Business Studies -

Dundalk Institute of Technology
10-2012

BA in Business, Management and Administration -

Dundalk Institute of Technology
10-2011

Skills

  • Report writing
  • Team collaboration
  • Behavior management
  • Time management
  • Customer service
  • Multitasking
  • Goal setting
  • Account analysis
  • Regulatory compliance
  • Attention to detail
  • Policy adherence
  • Adaptability
  • Verbal and written communication
  • Problem solving

IT Skills Languages

Kana, Intranet, Attack, Admin Tools, Microsoft Office, Word, Excel, PowerPoint, Outlook, Fluent English

Certified Training

  • ECDL
  • Manual Handling
  • Basic Life Support
  • Positive Behaviour Support
  • Safeguarding Vulnerable People
  • Full clean driving license and use of own car

References

References available upon request.

Timeline

Complaints Management Specialist

PayPal
09.2014 - 09.2015

New Member/Top Customer Specialist

PayPal
11.2013 - 08.2014

Healthcare Assistant

St. John of God’s
10.2008 - Current

APA - Regulations & Loans

Institute of Banking

BA Honours in Business Studies -

Dundalk Institute of Technology

BA in Business, Management and Administration -

Dundalk Institute of Technology

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Leona Faulkner